Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Theyre suppose to Cover costly repairs and they took $2400 plus ***************** Plus but yet my car is in the shop and faulty thermostat and radiator hose isnt cover with a leaking seal or Gasket will be cover only if in conjunction to a covered part. This Warranty Company was trying to threatening me thru emails every month during a Pandemic for payments that was put in the mail every month by 16 or 19 of the month my due date was on the 28th of every month they threatened to cancel my coverage and now they dont pay for a rental car unless its my car issues will take days for a reimbursement that I have to come out of pocket. They also only would reimburse me $75 dollars for towing which it would cost more than that I would have come out of pocket. My car has a leak and theres a Gasket issues I dont know all that needs to be fixed because the car was smoking white smoke near the radiator and I saw a wet substance all over I presumed it was the coolant Im not sure yet but Ive paid this warranty company a lot of money its really a bad deal that theyre doing to me as a customer. Ive been loyal for 6 years and theyre not serving me as a consumer well right now my car is not being fixed until they get back to me and the ****************** dealership since 11/17/21 I probably wont see getting any rental because its not covered specifically because i need to speak with the person at the dealership on Friday 11/19/21 Im so angry about Paylink Policyholders I would like them to pay for the cost of the Thermostat and its hoses linked to the engine in order for the car to run the leaking Gasket is connected to the hose to the engine to regulate the thermostat.
Business response
11/24/2021
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************************** ****** (****************), BBB Case #********.Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes.PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
PayLinks records indicate that on August 26, 2019, **************** purchased a vehicle service contract from *******,a third-party marketer selling vehicle service contracts on behalf of ******************************** LLC (ACA). Furthermore, PayLink reflects that Ms.Suttons payment plan agreement was paid in full on September 21, 2021 and no further payments are due to PayLink.
PayLink is not involved with anything related to claims, the sale or cancellation of the policy, or anything else related to the vehicle service contract itself.
In an attempt to assist ***************, PayLink forwarded the contents of your inquiry to *******, the sales agent and company that handles customer cancellations and refunds, and ACA, the coverage administrator and company that has the obligation to pay valid claims under the vehicle service contract.
It is our understanding from ******* that it spoke with **************** regarding the limitations of her coverage on October 7, 2021 prior to claim submission on November 17, 2021 and subsequently,explained the reason for the claim determination.
For any additional questions regarding any claim determination, contract cancellation procedures, or any refund that *** be owed to ****************, please ACA and/ or *******. Contact information is as follows:
*******
**************************************************************************************************************************** *********************** LLC
************************************************
*************For these reasons, we consider the matter resolved as it pertains to PayLink. Please have **************** contact ACA or ******* should she have further questions or concerns.
Sincerely,
***********************
Contract &Compliance ConsultantInitial Complaint
10/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was contacted by fraud proection of my bank about charges to my debit card. They discussed 5 charges as to whether they were made by me. Two of the charges were done thru Pay Link Direct. Charges were for $175.00 & $200.00. These charges were not made by me. They were made in the last 3 or 4 days. My bank has shut down my debit card and i will have to get a new card. This is really annoying as i have several auto pay accounts set up and now i have one that will be due before i can get a new card. Any help i get i will be thankful. ***********************
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
116 total complaints in the last 3 years.
17 complaints closed in the last 12 months.